Here at Codelocks, every week is customer service week. Our customer services team deal with over 500 customer interactions each week or around 2,000 a month, so there’s always plenty of opportunity to demonstrate our commitment to customer service. It’s a key element of our company and our values.
Customer service is a vital element of our business operations, it encompasses everything we do and is built into all of our products. We want to give our customers the best possible user experience from their engagement with Codelocks. Of course, our products are a key part of that experience, which is why they are built to last.
We design and build Codelocks products to high standards to ensure that they remain in service for as long as possible. However, we know that components can occasionally fail. That is frustrating for customers, so we make it as easy as possible to return any faulty products within warranty for repair, servicing or, in rare cases, replacement. The same goes for products out of warranty. Wherever possible we will repair a product, and we will reuse any non-faulty parts of a product that has been returned to us to avoid waste.
Before any of that needs to happen, however, our customer service team provide guidance over Live Chat, by email, on the phone, and even in person to see if a fault can be put right before a lock needs to be returned.
We know that this is something our customers value. How? Because they’re not shy about telling us.
Here are a few snippets of feedback our team has received:
“You know, answering the phone, looking after your customers and providing excellent products is so rare these days, it was remarkable. It's why I continue to recommend your kit and it's why I'll always come back.”
“Once again, the customer service has been exemplary. James helped me out last time I had a problem. Customer service is rare these days but makes such a huge difference. Well done you guys.”
James and Karen may frequently receive high praise from our customers, but they're not alone in delivering top-notch service. Alongside them, Debbie, Maxine, and Kayleigh help complete our exceptional customer service team. Collectively, they bring over 27 years of experience to the table. It’s fair to say they have seen and solved just about every issue involved in access control systems. It’s something they are dedicated to providing to the highest standard.
As Karen says,
“At Codelocks, customers are the heart of everything we do, and we make sure their feedback helps us progress as an organisation. Getting to talk with customers directly, helping to diagnose their varied issues, is a key piece of that puzzle.”
In an evolving industry like access and control, good customer service involves staying ahead of developments and looking at them through the eyes of the user.
James sums it up, saying;
“Wherever the sector goes, and whatever technologies determine its direction, in customer services we’ll be on the frontlines of enablement. As customers engage with new locks and products with digital integrations, customer services allow people to make the most of them, and support and training allow users to maximise the value from their locking solutions.”
Training is possibly the most important first step in providing excellent customer service. Helping customers understand new access control technologies involves directing customers towards new CPD training courses.
At Codelocks, our flexible approach to onsite training has been well received by distributors. They simply book a date, and our experts attend to deliver the training solutions they need.
One satisfied customer of Codelocks’ On the Road Locks training told us;
“The training was carried out on location at our own premises and all who attended found all the information on products very useful and informative. Everyone that attended is more confident in using and programming the products now."
As Michelle, our UK Sales Manager puts it; “Training builds relationships and confidence, as well as having academic and commercial benefits.”
World-class training is all part of Codelocks’ dedication to providing exemplary customer service that leads the industry.
If we put our ethos in a nutshell, when you buy our coded locks, you get access to quality information and support. From detailed installation instructions to hands on sales and technical support. Our technical team is on hand to respond to questions and queries; they’ll help you specify the right product for your application.
We pride ourselves on our customer service and on our excellent team.
02, Oct 2023